Exploring mapping tools for service design through the Voitto project

• Main Authors: Sarantou, Melanie Augusta Chilion, Suoheimo, Mari Eveliina
• Other Authors: Coutts, Glen, Härkönen , Elina, Huhmarniemi, Maria, Jokela, Timo
• Format: Book Part
• Language: English
• Published: Lapin yliopisto 2018
• Subjects: ethnography; wicked problem; service design; mapping tools; /dk/atira/pure/person/fieldofscience2010/6/13/2; Visual arts and design; Inari; Ranua; Arctic; Lapland
• Online Access: https://research.ulapland.fi/fi/publications/3ef438fa-655b-417b-ace1-cdee5915505d; http://urn.fi/URN:NBN:fi-fe201902074252

1. IntroductionThis chapter is situated in practical service design. It discusses learning through action by employing established service design tools and processes, including learning through co-creation (Sanders & Stappers, 2008). Due to the iterative working approaches that involve co-design, testing and evaluation, service design enables continuous and peer-to-peer learning (Kuure & Miettinen, 2013). Mapping both a physical and action-driven process, is explored in this chapter as a useful tool for learning through action in service design processes. Mapping is a powerful visualisation tool as it produces artefacts, the physical maps, which transfer semiotic data for stimulating new insights and progressing learning in customer journeys.Voitto is a Finnish word meaning victory, and a shortened word representing the Finnish phrase voimavaroja, toimintakykyä ja osallisuutta Lappiin, meaning increasing resources, viability and social participation in Lapland. This word was chosen as the title for the project discussed in this chapter. The practical use of mapping in the public sector where new tools are continuously sought to improve public services and address societal challenges (Kuure & Lindström, 2012). Voitto is an EU funded three year project that was initiated in 2017. The project seeks to explore new services for men who experience social isolation over a long period of time. The Education and Development Services from the University of Lapland leads the project, supported by an expert counselling team that includes the Regional Council of Lapland, the Eduro Foundation, Lapland Te Services, University of Lapland, Northern Finland’s Centre for Social Services, Ranua Municipality and Lapland Ely Centre. The Faculty of Art and Design at the University of Lapland contributes expert service design and artistic knowledge to the project. The project includes participants and project stakeholders from three municipalities in Finnish Lapland, which are Ranua, Inari and Ylitornio.The aims of Voitto ...